No one can measure the loss of business that may arise from a defective item that goes out to a customer.
The supposition is prevalent the world over that there would be no problems in production or service if only our production workers would do their jobs in the way that they were taught. Pleasant dreams. The workers are handicapped by the system, and the system belongs to the management.
Defects are not free. Somebody makes them, and gets paid for making them.